If the mPOP, our combined cash drawer and receipt printer device, fails to open or print, one might usually think that the device is flawed or broken. But in order to be able to do so the mPOP - apart from working correctly itself - needs to have several conditions fulfilled. For example, it might also be that the tablet (or at least its bluetooth function) is flawed. Thereby you might initially assume that your tablet is working just fine.
The mPOP has two mechanical functions. Firstly, it can print receipts and open its cash drawer. If all of the following conditions are fulfilled, the mPOP should always be able to do both. If for some reason your mPOP is only able to execute one of them, then you should instantly give us a call.
Otherwise, to quickly find out why both functions fail, you have to check the following conditions. They are ordered that way for a very important reason; in order to fulfill condition number 4, the previous - 1, 2, 3 in that case - have to be fulfilled as well.
This troubleshoot will guide you through step by step. It’s very important that you stick to its order and perform each step as explained. If you are not familiar with technical issues or devices, we strongly recommend asking someone to help you on-site, as this should prevent additional costs due to unwarranted shipping and device inspection costs if the inspections reveals that the mPOP is working just fine.
Condition 1: The mPOP is switched on and the blue light is shining on the top of the cash drawer.
If when switched on the mPOP does not have a blue light on the top, switch it off and try another power outlet. Don’t use a multi-contact plug.
Condition 2: Only one mobile device is paired with your mPOP.
While it’s possible to pair multiple devices with the mPOP you must not do so. If you have done so, go back and just leave the tablet that you want to use paired. This applies for all devices: Smartphones and iPhones can be paired with the mPOP - but you should not use them and if you do so, it will compromise or even ban your iPad.
If you had to de-pair devices (via the device’s settings or simply by deactivating bluetooth on those devices entirely) turn off the mPOP, wait a few seconds and then switch it on again.
Condition 3: iOS version 9 (or higher) is installed on your iPad. Android-Version 5 or higher is installed on your Android tablet.
iPad: Take your iPad and open ‘Settings’. Then choose ‘General’ on the left side and ‘Software Update’ afterwards. Your current iOS version will then be displayed (e.g. ‘iOS 11.3.1’). Condition 3 is fulfilled if your iPad’s iOS version is 9 or higher. If there’s an update available, install it. If there’s no update available and your iOS version is below 9 then that’s the problem: you have to buy a newer iPad model.
Android: Depending on model and manufacturer labels and procedure may differ. Take your Android Tablet and open ‘Settings’. On the left side you then choose ‘About tablet’ and then ‘Software information’ on the right side’. Below ‘Android version’ you then see the Android version that is installed on your device (for example “7.0”)
Condition 4: Tablet and mPOP are paired via bluetooth.
iPad: Open your iPad’s ‘Settings’ and then choose ‘Bluetooth’ on the left side. On the right side you should see ‘STAR mPOP’ below ‘MY DEVICES’. If ‘Not Connected’ is displayed, click on it. This triggers the pairing and should be completed within some seconds. If ‘Connected’ is displayed then, condition 4 is fulfilled.
If the pairing fails - so if there’s still ‘Not Connected’ displayed - turn off the mPOP. Then click the little ‘i’ right next to ‘Not Connected’, then ‘Forget this device’ and confirm this step with ‘OK’. Then you have to perform a soft reset on both devices. Don’t worry, this won’t delete anything on your iPad.
First make sure that your mPOP is really turned off. Then locate the tiny red button (‘RST’) right next to the small socket for the iPad charger on the bottom side of the mPOP. Then push that button and continue pushing it while you turn on the mPOP and wait until the red light has been turned off and only the blue left remains on. Then release the red button. If you are not sure if you’ve performed that step correctly, repeat it, starting with turning the mPOP off again. When you have succeeded turn off the mPOP again.
Then take your iPad. If you have any unsaved content in apps, save it now. Afterwards click the home button and you’ll be redirected to home screen. Then start pushing the power button (on the top right side of the iPad) and the home button simultaneously up until the apple logo appears. Wait for the iPad to restart and then turn on the mPOP again. Open ‘Settings’ on the iPad and then ‘Bluetooth’ on the left side. Next click ‘STAR mPOP’, wait for the pairing attempt and confirm. It will take your mPOP and iPad some seconds to pair; finally the iPad should show ‘Connected’.
Android tablet: Open ‘Settings’ and then choose ‘Connections’ on the left side. Afterwards click ‘Bluetooth’ on the right side. There should should be “Star mPOP” listed below ‘Paired devices’. If “Star mPOP” is listed below ‘Available devices’ click on it. This triggers pairing and should be finished within seconds. It’s finished once “mPOP” is listed below “Available devices”. If so condition 4 is fulfilled.
If the pairing fails turn of the mPOP. Then you have to perform a soft reset on both devices. Don’t worry, this won’t delete anything on your tablet.
First make sure that your mPOP is really turned off. Then locate the tiny red button (‘RST’) right next to the small socket for the tablet charger on the bottom side of the mPOP. Then push that button and continue pushing it while you turn on the mPOP and wait until the red light has been turned off and only the blue left remains on. Then release the red button. If you are not sure if you’ve performed that step correctly, repeat it, starting with turning the mPOP off again. When you have succeeded turn off the mPOP again.
Then take your tablet. If you have any unsaved content in apps, save it now. Then start pushing the power button up until the restart dialogue appears and click ‘Restart’. Wait for the Android to restart and then turn on the mPOP again. Open ‘Settings’ on the tablet and then ‘Bluetooth’ on the left side. Next click ‘STAR mPOP’, wait for the pairing attempt and confirm. It will take your mPOP and iPad some seconds to pair; finally the iPad should be listed below ‘Paired devices’.
Condition 5: The latest version of the ‘Treatwell Connect (for salons)’ app is installed on your iPad.
The mPOP can only be controlled by our ‘Treatwell Connect (for salons)’ app. If you try to control the mPOP via a browser app such Chrome then this is the problem.
In order to control the mPOP it’s mandatory to use the latest version of the ‘Treatwell Connect (for salons)’ app. If it is not installed on your tablet open the ‘App Store’ (iPad) or the ‘Play Store’ (Android tablet), search for Treatwell and download our ‘Treatwell Connect (for salons)’ app.
If you have it already installed, open the ‘App Store’ or the ‘Play Store’ and check if there’s an update available.
App Store (iPad): Choose ‘Updates’ on the bottom menu. If there’s a new version it will be downloadable then. If there is none you are using the current version.
Play Store (Android): Choose the symbol with the three horizontal bars on the top left side. Then click ‘My apps & games’. If there’s a newer App version it will be downloadable now. If there’s none then you are using the current App version.
Condition 6: Your tablet has an active and constant internet connection.
Check your tablet’s internet connection by e.g. browsing the internet for some minutes. Repeat that some time later to check its stability. If both attempts work properly (and quick), this condition should be fulfilled.
If browsing does not work at all or only in part, contact your internet service provider. If you use an iPad Cellular or an Android tablet with SIM card slot you can also add a sim card and use mobile data instead.
If all of these conditions are fulfilled and you’re still not able to print a receipt or to open the cash drawer, we need to make sure that it’s your mPOP and not your tablet that is flawed. In order to do so, de-pair your tablet and your mPOP:
iPad: Open your iPad’s settings, choose ‘Bluetooth’ on the left side and then click the tiny ‘i’ next to ‘STAR mPOP’. Afterwards click ‘Forget this device’ and confirm this step with ‘OK’ - and do not pair mPOP and iPad again.
Android: Open ‘Settings’, then ‘Connections’ on the left side and afterwards ‘Bluetooth’ on the right side. Then click the tiny cogwheel symbol next to “Star mPOP” and choose ‘Unpair’.
Next grab another mobile device, an iOS device (iPad or iPhone with at least iOS version 9 installed) or an Android device (tablet or smartphone with at least Android version 5 installed). Then turn off the mPOP, wait some seconds, and turn it off again. Now pair the other mobile device (via its Bluetooth settings) with the mPOP. Afterwards open ‘App Store’ or ‘Play store’ (dependent on your device), install our ‘Treatwell Connect (for salons)’ app and then login with your credentials. Now try to print a receipt and to open the cash drawer. If it works, then it’s very likely that your iPad is flawed. If it does not work, then give us a call and have your iPad model name, your iOS version and your Connect iOS app version respectively your Android tablet model name, its Android version and the Connect Android app version at hand. Also, we require a proper description of the error you are experiencing (there can be an error message) to help you. Furthermore, if the mPOP has been working properly and for some reasons stopped doing so, it’s also important for us to know if something has changed on-site recently.